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Ferrara Candy Sweetens Social Customer Service with Sprinklr #contactcenterworld Before Sprinklr, Ferrara was challenged with an inefficient social media content management system that made it difficult for the company to have full visibility into online conversations about its products. With this system, it wasn’t easy for the company to create consistent, brand-approved social content, track social customer service goals and connect social customer service to sales opportunities. "We were looking for a unified customer experience platform that would help us manage our end-to-end brand experience on social media, including customer service and proactive customer engagement. We had goals around the number of cases our agents needed to respond to, but we didn’t have enough data to really see how we could improve our services to customers," said Brian Camen, Ferrara’s Senior Director of Media, Content and Public Relations. "With Sprinklr, we can easily reach out and build a relationship with those who are vocal about their love for our brands. We can engage with what’s happening online, or stop publishing for a while. And, we can understand how effective we are with our social customer service." "We’re honored to partner with an iconic company that is focused on creating the ‘future of sweet snacking’ by focusing on innovating digital customer experiences with Sprinklr’s Unified-CXM platform," said Sprinklr Chief Revenue Officer Paul Ohls. "We’re looking forward to continuing to help Ferrara drive efficient social customer service and engagement while making sweet snackers happier." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Monday, January 16, 2023 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |